MetLife Careers – Supervisor, Call Center

Job Description:

Through strong leadership, the US Customer Care Supervisor ensures that the service team offers a customer-centric experience on every call that is consistent with GCS values and principles, while assisting MetLife customers with questions on their policy, features, benefits and executing on requests for transactions or processing. Create an environment that promotes a high level of engagement among associates and delivers on superior customer satisfaction. Clearly communicate with and coach associates to ensure key business metrics are delivered.

Job Responsibilities:

• Supervise and lead a team of customer care associates who engage in providing service on a variety of MetLife products ensuring a superior customer experience.
• Proactively coach, motivate and develop associates to ensure their performance exceeds our customer’s expectations. Hold them accountable for those results.
• Partner with recruiting to acquire new and diverse talent into the service organization with the requisite customer orientation, skill set and knowledge to build and strengthen customer relationships and drive profitable growth.
• Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• Monitor associate calls and provide feedback on quality of information, quality of interaction and following appropriate procedures.
• Ensure department compliance with all applicable ERISA, HIPAA and internal Quality Management Systems regulations and guidelines.
• Foster collaboration among peers and with other partners by building effective, results-driven relationships to leverage resources across GCS and MetLife.
• Create performance appraisals for associates, including tracking performance trends for determination of recognition and disciplinary action.

Job Requirements:

• Ability to work effectively as a member of a supervisory team
• Ability to create a work environment that fosters high morale & employee engagement within a service operation that is fast paced and subject to frequent change
• Knowledge of the organization’s operations, quality management tenets, products and services as well as those of related organizations and business partners
• Customer focused
• Demonstrated commitment to diversity, integrity and value of the contributions of associates at all levels in the organization
• Demonstrated problem solving and decision-making skills along with the ability to manage multiple projects
• Demonstrated excellent interpersonal communication and coaching skills to develop talent for the future
• Ability to manage change and to support company-wide initiatives
• Commitment to continuous, ongoing improvement in the level of service provided to internal and external customers
• New hires should live a commutable distance from the site the role is posted in
• General understanding of the Company’s Human Resources policies and procedures
• Strong supervisory/leadership skills and abilities

Job Details:

Company: MetLife

Vacancy Type: Full Time

Job Location: Omaha, NE, US

Application Deadline: N/A

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